Microsoft Dynamics 365 and Pega CRM are sometimes compared for numerous use cases in Customer Relationship Management (CRM). We have a detailed features table below. You can also customize your requirements and get expert ratings comparing these two solutions against hundreds of data points across Lead Management, Customer Support, Security, Collaboration, Sales Automation, Integration, Mobile Access, User Experience, Customization, Compliance, Analytics and Reporting.
Microsoft Dynamics is a robust CRM and ERP solution. Its seamless integration with other Microsoft products makes it a logical choice for organizations already using Microsoft's suite of tools. Despite its extensive capabilities, Dynamics can be complex and may require a considerable investment in training to fully leverage its features.
Pega offers robust CRM solutions that focus on operational efficiency and automation. It integrates CRM with digital process automation and AI, making it a powerful choice for large enterprises with complex business processes. However, its depth and versatility can make it a daunting choice for smaller businesses or those with simpler needs.
Customize these feature priorities in Taloflow and get expert ratings for your exact use case.
| Feature | Dimensions | Description | Dynamics 365 | Pega |
|---|---|---|---|---|
| Mobile Document Scanning |
|
Allows users to scan and upload documents directly from their mobile devices, streamlining the process of adding new information to the CRM system. | Great | Good |
| Mobile-Optimized Interface |
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A user interface specifically designed for mobile devices, providing a seamless and intuitive user experience on smartphones and tablets. | Great | Good |
| Offline Data Access |
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Allows users to access and manage CRM data even without an internet connection, ensuring uninterrupted productivity on-the-go. | Great | Good |
| Push Notifications for Updates |
|
Receive instant push notifications on mobile devices for important updates, reminders, and alerts, keeping users informed in real-time. | Great | Good |
| Voice Command Functionality |
|
Enables users to perform CRM tasks using voice commands, enhancing ease of use and accessibility on mobile devices. | Great | UNKNOWN |
| 24/7 Live Chat Support |
|
Provide round-the-clock live chat support to assist users with any issues or queries they may have, ensuring immediate assistance and resolution. | Great | Great |
| Comprehensive Knowledge Base |
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Offer a detailed and searchable knowledge base that includes articles, FAQs, and guides to help users find solutions to common problems independently. | Great | Good |
| Customer Feedback Portal |
|
Provide a platform for customers to submit feedback and suggestions, helping to improve service quality and customer satisfaction. | Great | Good |
| Interaction Tracking |
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Detailed reports on customer interactions across various channels, helping businesses understand customer preferences and improve engagement strategies. | Great | Great |
| Multi-Channel Support System |
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Enable users to reach support through various channels such as email, phone, chat, and social media, ensuring flexibility and convenience in communication. | Great | Great |
| Sentiment Analysis Reporting |
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Reports that compile and analyze customer feedback, offering insights into customer satisfaction and areas for product or service improvement. | Great | Good |
| Ticket Management System |
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Implement a robust ticket management system to track, prioritize, and resolve customer issues efficiently, ensuring no query goes unanswered. | Great | Great |
| API Access for Custom Integrations |
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Offers API access to allow businesses to create custom integrations with other software solutions, ensuring the CRM can be tailored to unique business processes. | Great | Good |
| Analytics Catalog |
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A centralized location for storing and accessing all generated reports, ensuring easy retrieval and organization of data. | Great | Good |
| Calendar Synchronization |
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Integrates with popular calendar applications to sync appointments and meetings, ensuring users have a unified view of their schedules within the CRM. | Good | OK |
| Seamless Email Integration |
|
Allows users to connect their email accounts directly to the CRM, enabling the sending and receiving of emails within the platform. This feature supports popular email services and ensures all communication is logged and accessible. | Great | OK |
| Smart Email Campaign Automation |
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Design and automate personalized email campaigns triggered by customer behavior and engagement metrics, enhancing marketing efficiency and customer outreach. | Great | Good |
| Social Media Connectivity |
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Connects the CRM with various social media platforms, allowing users to track and manage customer interactions and campaigns directly from the CRM interface. | Great | Great |
| Third-Party App Marketplace |
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Provides access to a marketplace of third-party applications and tools that can be integrated with the CRM to extend its functionality and tailor it to specific business needs. | Great | UNKNOWN |
| Automated Workflows |
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Provides a visual designer to create and automate custom workflows tailored to specific business processes. | Great | Good |
| Custom Field Creation |
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Allows users to create and define custom fields to capture unique data points specific to their business needs. | Great | Good |
| Custom Report Builder |
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Offers a tool to build custom reports with specific metrics and data visualizations to meet unique business requirements. | Good | Good |
| Customizable Reports |
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Pre-designed report templates that can be customized to fit specific business needs, streamlining the reporting process. | Great | Good |
| Personalized Dashboard Layouts |
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Enables users to personalize their dashboard layouts to display the most relevant information and tools for their role. | Great | Good |
| Task Automation Rules Engine |
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Create and manage complex automation rules to streamline repetitive tasks such as data entry, lead assignment, and status updates, reducing manual effort and errors. | Great | Great |
| Data Visualization |
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Tools that provide real-time visualization of data, allowing users to make informed decisions quickly based on the latest information. | Great | Good |
| Lead Conversion |
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Reports that track the conversion rates of leads through the sales funnel, helping identify successful strategies and areas needing attention. | Good | Good |
| Performance Groups |
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Tools to track and report on key performance metrics, enabling businesses to measure success and identify areas for improvement. | Great | Good |
| Sales Performance Dashboards |
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Interactive dashboards that provide visual insights into sales performance metrics, allowing users to track progress against targets and identify trends. | Great | Good |
| Document Co-Creation |
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Ability to co-create, edit and view sales documentation, transactions and products. | Good | OK |
| External Collaboration |
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Ability to collaborate with external customers. | Good | OK |
| Internal Collaboration |
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Ability to collaborate with internal sales and revenue teams. | Good | OK |
| Multichannel Interaction |
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Ability to integrate with multiple different channels to connect with the customers. | Good | OK |
| Real-time Tagging and Feeds |
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Ability to create internal fees, tag peers, and share attachments with the CRM platform. | Good | OK |
| Shared Task Boards |
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Visual task boards that can be shared among team members to track progress on customer projects and assign responsibilities. | Good | Good |
| Team Messaging Hub |
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A centralized messaging platform within the CRM that allows team members to communicate in real-time, share files, and collaborate on customer-related tasks. | Great | Great |
| CCPA |
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Regulation on data protection and privacy of the data tied to residents of California. | Great | Great |
| FFIEC |
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Complies with the encryption requirements for all online transaction processing (OLTP) done by financial institutions. | Great | UNKNOWN |
| FISMA |
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Compliance with U.S. government legislation that defines a comprehensive framework that protects government information, operations, and assets against threats. | Great | Great |
| FedRAMP |
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Ensures that the government security requirements outlined in NIST 800-53 are met and supplemented by the PMO of FedRAMP. | Great | Great |
| GDPR |
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Regulation on data protection and privacy of the data tied to citizens and residents of EU countries. | Great | Great |
| HIPAA |
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Demonstrates security and compliance with standards of the healthcare industry. | Great | UNKNOWN |
| HITRUST |
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Demonstrates compliance with HITRUST CSF, an industry-agnostic certifiable framework for regulatory compliance and risk management. | Great | Great |
| IRAP |
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Australian government standard for assessing the implementation and effectiveness of an organization’s security controls against the Australian government’s security requirements. | Great | UNKNOWN |
| MTCS |
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Multi-tier cloud security standard set up by the government of Singapore. | Great | UNKNOWN |
| PCI |
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Standard that ensures security guidelines are met for all entities that store, process, or transmit cardholder data and/or sensitive authentication data. | Great | Great |
| PSD2 |
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Demonstrates compliance with European regulations related to the Payment Services Directive. | Great | UNKNOWN |
| SOC |
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Standard promoted by the American Institute of CPAs that ensures the integrity and privacy of customer data. | Great | Great |
| SOX |
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Standard for public companies that ensures that annual audits take place and are legally-required to show evidence of accurate and secure financial reporting. | Great | UNKNOWN |
| Consent Management |
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Allow end users to set up such customized workflows by defining request types and the actions following those requests. | Good | OK |
| Data Anonymization Tools |
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Provide tools to anonymize customer data for analysis purposes, ensuring privacy while still allowing for valuable insights to be gathered. | Great | UNKNOWN |
| Data Encryption |
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Implement advanced encryption standards to protect customer data both at rest and in transit, ensuring that sensitive information is secure from unauthorized access. | Great | Good |
| Data Masking |
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Availability of platform-native obfuscation capability to mask sensitive data. | Good | Good |
| Data Sharing |
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Enable secure sharing of customer data with third parties through encrypted channels and access controls, ensuring that only authorized entities can view or use the data. | Great | Great |
| Field Level Security |
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Ability to choose which information appears for which users and who is allowed to edit it in order to secure sensitive and confidential fields like customers' bank account details. | Good | OK |
| Firewall Protection |
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Restricts unauthorized access from outside the network and allows only authorized users through. | Good | OK |
| IP Whitelisting/Blacklisting |
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Block or allow requests from an IP address without checking whether the requests are malicious. | Good | OK |
| Key Management |
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Natively provides key management or integrates with key management tools for creating, managing and controlling cryptographic keys. | Good | OK |
| Multi-Factor Authentication |
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Enhance account security by requiring a second form of verification, such as a text message code or authentication app, in addition to the password. | Good | UNKNOWN |
| Privacy Compliance Tracking |
|
Continuously monitor and audit CRM activities to ensure compliance with privacy regulations such as GDPR and CCPA, providing alerts and reports for any potential breaches. | Great | Great |
| Record Level Sharing |
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Provide the same or different sets of permissions with other members, based on their Role Hierarchy to enable record-level sharing permission for your users, and allow them to share individual or bulk records. | Good | OK |
| Role-Based Access Control (RBAC) |
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Authorize and restrict access based on your organization's hierarchy roles as well as on the type of user, from salesperson to sales manager. | Good | OK |
| Single Sign-On (SSO) |
|
Allow access to different apps by eliminates the need to sign in multiple times by creating an entry point that gives the end user immediate access. | Great | OK |
| Token Management |
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Ability to generate tokens and manage them for secure access via APIs. | Good | OK |
| User Activity Tracking |
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Proactive review of end user activity to determine misuse of access privileges or data protection policies. | Good | OK |
| AI Personalized Interactions |
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Ability to provide the best method of interaction with a specific user using AI. | Good | OK |
| AI-Assisted Personalized Messages |
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Ability to deliver brand messages targeted to an individual prospect using AI. | Good | OK |
| AI-Based Price Recommendation |
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Ability to make recommendations of target price based on historical deals. | Good | OK |
| AI-Based Recommendation |
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Ability to provide content recommendations for better business outcomes. | Good | OK |
| Automated Data Entry and Validation |
|
Automatically capture and validate customer data from various sources, minimizing manual input and ensuring data accuracy and consistency. | Great | Great |
| Automated Follow-Up Scheduling |
|
Automatically schedule follow-up tasks and reminders based on customer interactions and predefined rules, ensuring timely engagement with leads and clients. | Great | Good |
| Automated Insights |
|
Automatically generate and distribute reports on sales performance, customer engagement, and other key metrics, saving time and providing actionable insights. | Good | Good |
| Call Activity Capture |
|
Ability to capture call interactions with accounts and contacts. | Good | OK |
| Campaigns |
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Ability to develop relationships with leads or customers by sending out email, telesales, or social media marketing campaigns. | Good | OK |
| Contact Hierarchies |
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Ability to create and maintain hierarchies within the account. | Good | OK |
| Email Activity Capture |
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Ability to capture email communications with accounts and contacts. | Good | OK |
| Event-Based Triggers |
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Ability to start your workflow based on the data received from an application that supports events. | Good | OK |
| Meeting Activity Capture |
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Ability to capture meeting notes for in-person or/and virtual interactions with accounts and contacts. | Good | OK |
| Opportunity Playbook |
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Ability to create and maintain different opportunity playbooks for different sales teams. | Good | OK |
| Opportunity Splits |
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Ability to create and maintain opportunity splits. | Good | OK |
| Prescriptive Analytics |
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Ability to provide the next best action for a specific opportunity based on various buyer signals. | Good | OK |
| Process Discovery |
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Ability to understand and discover the sales process to improve it further. | Good | OK |
| Proposal Builder |
|
Ability to build a proposal from a document generation template. | Good | OK |
| Quota Management |
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Ability to create and maintain quotas for sales representatives. | Good | OK |
| Sales Channel Invocation |
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Ability to invoke multiple sales channels to improve seller-customer engagement. | Good | OK |
| Sales Forecasting |
|
Utilize historical data and trends to automatically generate sales forecasts, helping sales teams plan and allocate resources effectively. | Great | Good |
| Sales Process Customization |
|
Ability to create and maintain custom opportunity process steps that match a company’s selling process, such as stages, process steps, and next actions. | Good | OK |
| Webhook-Based Triggers |
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Ability to start your workflow based on the data received from an application that supports webhooks. | Good | OK |
| AI-Assisted Lead Scoring |
|
Ability to score leads by using Machine Learning and artificial intelligence judging on their sentiments and intent to buy. | Good | OK |
| Customizable Dashboard |
|
Ability to allow users to access all the information about leads and their status. | Good | OK |
| Lead Activity Tracking |
|
Ability to identify activities that happened as your leads traverse down your sales funnel. | Good | OK |
| Lead Capture |
|
Identify leads across your different sales channels and collect information about them. | Good | OK |
| Lead Management Automation |
|
Ability to automate repetitive tasks such as sending follow-up emails, enabling businesses to focus on other important tasks. | Good | OK |
| Lead Nurturing |
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Ability to engage the leads by sending out targeted personalized campaigns throughout the sales funnel. | Good | OK |
| Lead Reporting |
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Ability to generate reports from the stored lead management data. | Good | OK |
| Lead Routing |
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Ability to route leads to queues, teams, or specific users. | Good | OK |
| Privacy Details |
|
Ability to store the privacy information for leads. | Good | OK |
| A/B Testing |
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Ability to test different versions of your UI, campaigns, etc. to see what works best for a specific customer. | Good | OK |
| Anomaly Detector |
|
Ability to compare your actual sales performance with the predicted trend and lets you know where there were any deviations from the projected sales pattern. | Good | OK |
| Churn Prediction Modeling |
|
Utilize historical customer data to predict potential churn, allowing proactive engagement strategies to retain customers. | Great | Great |
| Cross-Sell and Upsell Opportunity Identification |
|
Analyze purchasing patterns to identify opportunities for cross-selling and upselling, enhancing revenue potential. | Great | Great |
| Customer Lifetime Value Calculation |
|
Calculate the projected revenue a customer will generate during their lifetime, aiding in resource allocation and marketing efforts. | Poor | Great |
| Lead Scoring |
|
Analyze customer data to identify distinct segments based on behavior, demographics, and purchase history, enabling targeted marketing strategies. | Great | Great |
| Multi-Dimensional Reports |
|
Ability to generate reports from data originating from multiple areas like leads, vendors, campaigns, quotes, etc. | Good | OK |
| Sales Funnel Analysis |
|
Track and analyze the progression of leads through the sales funnel to identify bottlenecks and optimize conversion rates. | Great | Great |
| Search and Filter Functionality |
|
Advanced search and filter options that enable users to quickly find specific customer information, sales data, or marketing materials, improving efficiency and user experience. | Great | Good |
| Sentiment Analysis |
|
Analyze customer feedback and interactions to gauge sentiment and improve customer service strategies. | Great | Good |
| Speech Analytics |
|
Ability to analyze customer interaction data. | Good | OK |
| Intuitive Dashboard |
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A user-friendly dashboard that provides a clear overview of all customer interactions, sales pipelines, and marketing campaigns, allowing users to easily navigate and manage their tasks. | Great | Good |
| Intuitive Navigation |
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Provide dashboard for configuration by roles and positions, prioritized activities, and suggested actions. | Good | OK |
| Multi-Page Layout |
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Ability to design custom layouts and access personalized data to create workflows. | Good | OK |
| SubForms |
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Ability to create nested forms to associate multiple items to one customer. | Good | OK |
| User-Centric Design |
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Ability to provide a UI that resonates with the customers and creates a web design that will serve this particular profile. | Good | OK |
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